What is a Chat Conversation?
A chat conversation element or on-demand scenario allows customers to create real-life interactions for users to respond to simulating a chat-like experience.
How to Create a Conversation Scenario
There are two available options when creating chat conversations.
Creating a Chat Scenario in a Lesson
Admins or users with lesson creation permissions can include a chat scenario by navigating to the lesson builder > select "+ Add Element," > hover over "Practice," > select "Chat Conversation."
The lesson builder can then begin building the chat interaction between the representative and the customer.
Creating an On-Demand Chat Scenario
To create an on-demand chat scenario, admins or users with content creation permissions will first select "New Content" > then select "New Practice Scenario."
After selecting to create a new scenario, a modal populates prompting the creator to input the title, description, and response type. Select "Conversation, > then "Create Scenario."
The chat conversation builder populates prompting the user to begin building the chat sequence.
Chat Conversation Title and Description
Once an admin or user with creation permissions has chosen one of the above two options, the creator is presented with the conversation builder
For an element chat conversation, the lesson builder is prompted to input the title and conversation description. For on-demand scenarios, these fields are filled upon creating the scenario.
After naming the chat and including the description, the lesson builder must input:
Customer Name - the customer name represents the customer or person with who the user will practice conversing.
Scenario Introduction - the scenario introduction is an introduction shown to the user before starting to engage with the conversation.
Building a Chat Conversation
By default, conversations include a single interaction. The builder can add as many interactions as they'd like.
An interaction is defined as one customer message and one rep response.
When creating a conversation, the builder needs to specify the following for each interaction:
Incoming Chat - the incoming chat is the message presented to the user. The user then chooses a response for the incoming chat message.
Correct Response - each interaction has a single correct response for the user to select. A single correct answer is required for each interaction.
Incorrect Responses - there can be single or multiple incorrect answers for a user to choose from. An incorrect response is required.
Explanation (optional) - both correct and incorrect responses can include an optional explanation related to the answer selected.
Additional Interactions - additional interactions can be added by selecting "+ Add Interaction."
Chat Conversation Requirements
The following criteria are required for the conversation to be successfully built:
Conversation interactions that do not have at least one complete (includes a text value) correct response and one complete incorrect response will not display for a learner.
Customer Name is needed for the Learner-facing view to make sense.
Scenario Introduction is needed to tell the learner what to focus on.
Incoming Chat fields must have text or it will be hidden on the scenario card for the learner.
The Correct Response field has to be populated or else the entire Interaction won't be displayed.
At least one Incorrect Response field is required to be populated or the entire Interaction won't be displayed.
As long as one Incorrect Response field is populated, the other Incorrect Responses that have been added but may not have text will not be shown to the learner.
Lesson Chat Conversation - Learner Point of View
When a user reaches a conversation it shows the title, description, name of the customer, and a "Start Chat" button.
To begin practice, select the "Start Chat" button.
Once started, the customer's first message and the reply options appear. The order of the reply options is randomized each time they are displayed.
After choosing a response, the user is presented with immediate feedback indicating whether the selected answer is correct or not. When a user selects an incorrect response, they are provided the options again in random order and prompted to make another selection.
Once finished, the user is notified the user has left the chat and their responses have been saved.
On-Demand Chat Conversation - Learner Point of View
When on-demand chat conversations are made available to users they can access them through the "On-Demand Practice" tab on their Learn page.
After selecting on the chat conversation, the user is presented with the title, description, customer name (if applicable), and the chat needing responded to.
Similar to a chat conversation in a lesson if the user answers incorrectly feedback is provided, and they are prompted to answer again.
Once the user has finished the chat conversation they are presented with two options:
If they select "Try Again," they will be restarted at the beginning of the scenario. If they select "Save," they will be shown a pop-up congratulating them on finishing the conversation and the ability to view their results.
By selecting "View Results," users can see their results for each interaction they went through. If a user receives an incorrect attempt at an interaction, it shows them how many attempts it took to answer the question correctly. If the user answered correctly the first time, a green checkmark appears.
There is not a way to add peer feedback to a chat conversation practice scenario.
On-Demand Chat Conversation Overview Page
On-Demand Scenario owners can view engagement data, edit a scenario, and manage the deployment of the scenario on the overview page.
If a scenario owner is a manager they are limited to the data they can view based on the group(s) they manage.
Chat conversation scenario engagement is summarized into three sections:
Scenario Completions - the number of times users have completed and saved the scenario.
Scenario Views - the number of times a user has selected to view a scenario from Learn.
Unique Learner Views - the unique number of users who have selected to view the scenario from Learn.
When selecting Scenario Completions it shows the list of completed users, the date and time of the last completion, and total completions.
To view each user's responses, select the user's name.
To gather more information on incorrect attempts select "X incorrect attempts." A modal opens showing the options that were incorrectly selected and the associated explanations as to why.
If you have any questions please reach out to Support at firstname.lastname@example.org.